CRM Lifecycle Lead (Traveltech)

TL;DR

CRM Lifecycle Lead (Bloomreach): Leading a CRM team to optimize customer journeys and drive retention, repeat bookings, and cross-sell for travel products with an accent on data-driven automation and lifecycle orchestration. Focus on scaling new segments (City Breaks, Cruises), developing a growth playbook, and managing a multi-channel CRM ecosystem.

Location: Hybrid in Manchester, UK (Required office attendance 2 days per week)

Company

One of the UK's largest online package holiday specialists, focusing on premium beach destinations and city breaks.

What you will do

• Lead and mentor a team of CRM professionals covering onboarding, automation, trade campaigns, and partnerships.
• Optimize the customer lifecycle to increase loyalty, retention, repeat bookings, and cross-sell metrics.
• Execute targeted CRM strategies to scale new categories (City Breaks, Cruise Packages) and new geographic territories (Ireland).
• Serve as the technical and data-focused authority for the Bloomreach CRM platform.
• Manage and optimize automated communications across email, SMS, app messaging, and website personalisation.
• Formulate and document a scalable growth playbook for future category and market expansions.

Requirements

• Extensive hands-on experience with Bloomreach, specifically in data architecture, technical setup, and orchestration.
• Proven track record of growing high-quality CRM audiences and increasing CLV in a competitive B2C environment.
• Expertise in managing complex user journeys across prospecting, acquisition, post-purchase, and loyalty.
• Highly technical, data-centric approach with the ability to navigate complex data sets.
• Experience leading and driving performance within a fast-paced CRM team.
• Must be based in or able to commute to the Manchester office 2 days per week.

Nice to have

• Prior experience working within an Online Travel Agency (OTA) or the broader travel and hospitality sector.
• Practical experience incorporating AI and Large Language Models (LLMs) into CRM workflows and automation.

Culture & Benefits

• 25 days holiday plus your birthday off, with extra annual leave for package holidays.
• Generous discounts on holidays and access to the Learnerbly learning platform.
• Enhanced family-friendly support (maternity, paternity, shared parental leave, and adoption pay).
• Comprehensive health support including Simplyhealth Optimise Health Plan and an Employee Assistance Programme.
• Onsite perks including a subsidised coffee shop, "The Sandbox" bar, and regular social events.
• Share Incentive Plan (SIP) and Cycle to Work scheme.

Hiring process

• Multiple stage interview process.
• Includes a mandatory in-person interview at the Manchester city centre office.